Ticket Escalation Policy
As a result of amount of support problems at hand and exactly how the THIS team categorizes them are important to making company time and money controllable for the organization as for the IT crew. We have obtained together to go over the matter in front of you and have come up with ways to assign the issue of tasks not being resolved in a on time matter. We all apologize quality if your requires haven't been met, yet I ensure that this admission escalation policy we have made will accurate and hopefully bring to fairness with the departments of the corporations we serve that we are doing the best we could with short amount of time. The IT Team is dedicated to responding to service requests based on this priorities: Critical вЂ“ System or workplace is completely straight down, immediate response necessary: less than 1 hour. Substantial - Trouble is preventing a needed procedure from concluding: within numerous hours. Normal - Problem which needs to be resolved, but not necessarily immediately: within 24 hours.
The IT support help employs the following escalation process:
Help desk will get inbound support request (call, email, ticket from portal), documents every service ask for related information in a ticket, and emails the client contact with the admission number and service demand information. Help desk instantly escalates every high or critical concern tickets into a Level a couple of engineer. Level 1 -- Engineer responds and functions all usual priority seat tickets. If the image resolution cannot be identified within 15 minutes, the ticketed will be boomed to epic proportions to a Level 2 industrial engineer for further examination and maintenance. Level two - Industrial engineer receives and works every tickets based on priority. In the event the resolution can not be identified within 30 minutes, the ticket will be escalated to a Level three or more engineer intended for resolution. Level 3 - Engineer obtains and performs all entry pass to resolution based on goal.
I hope that with this kind of policy we can solve problems with certainly not responding to...